Operations Transformation Leader AI, Workforce Management & Contact

TRISHA DEVRIES

Mesa, AZ Remote 952-***-**** **********@*****.*** LinkedIn

OPERATIONS TRANSFORMATION CALL CENTER LEADERSHIP

AI ENABLEMENT CUSTOMER EXPERIENCE

EXECUTIVE SUMMARY

Operations transformation leader with 20+ years modernizing insurance and contact center operations through AI, workforce optimization, customer experience initiatives, onboarding, coaching, and operational transformation. Extensive experience leading multi-site and multi-client environments with deep expertise in contact center strategy, implementations, workforce planning, AI integration and performance improvement.

CORE COMPETENCIES

Workforce Management • AI Enablement • Contact Center Operations • Customer Experience • Leadership Development • Learning & Development • Coaching • QA • Process Improvement • Change Management • Root Cause Analysis • Multi-site Operations • Offshore Collaboration • Operational Readiness • KPI Strategy

TECHNOLOGY

Genesys Cloud • Calabrio • Verint • Microsoft Copilot • Zendesk • Salesforce • SharePoint • Excel • AI Platforms • IVR Technologies

INFOSYS MCCAMISH SYSTEMS Workforce Operations / AI Program Leadership 2022–Present

Lead workforce operations and AI transformation initiatives across nine client call centers supporting approximately 178 associates.

• Primary operational lead supporting AI routing, virtual agent initiatives, IVR workflows and automation • Enterprise Genesys Cloud SME and implementation support lead • Led cross-functional efforts involving Operations, IT, QA, WFM and leadership teams • Partnered with domestic and offshore teams supporting global delivery environments • Increased service performance from 74% to 86% • Improved adherence from 67% to 84% • Reduced overtime by 58%

SECURIAN FINANCIAL Operations Leadership 1990–2017 Held progressive leadership roles spanning sales, service, complaints, workforce operations and customer experience.

• Maintained contractual 80/20 service levels for approximately 15 years • Created Save Our Sales coaching and retention initiative • Cross-trained teams eliminating 4.75 FTE while maintaining SLAs

• Reduced unclaimed property liabilities by 73% • Led onboarding, coaching and employee development initiatives • Created Performance Pie coaching framework CONTRACT EXPERIENCE

Blue Cross Blue Shield – Reduced Average Speed of Answer from ~2 minutes to under 30 seconds Park Nicollet – Led Calabrio workforce implementation and training Wells Fargo – Built escalation team workflows and became systems SME MNPass – Implemented QA and operational improvement initiatives

AI & TRANSFORMATION PORTFOLIO

Predictive routing • Agent assist solutions • Virtual agents • IVR self-service optimization • QA intelligence initiatives • Workflow automation • UAT support • Executive KPI dashboards EDUCATION

Bachelor's Degree

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